Fix issues with importing phone call conversions

To keep track of phone calls that lead to sales or other valuable customer actions, you can import data about your phone call conversions into Google Ads. Sometimes, the total number of conversions that Google Ads counts might not match your expectations.

This article goes over common reasons why some of your phone call conversions don’t seem to be counted. 

Your Google forwarding numbers are not enabled

For Google Ads to match the calls, Google forwarding numbers must have been enabled for your call extensions and call-only ads at the time that you received the calls.

Your file includes calls from other sources

Google Ads can only match and import calls from your Google click-to-call and call-only ads. If your upload includes other sources, these calls won’t be counted as conversions.

People call without clicking your call extensions or call-only ads

If someone manually dials the displayed number in your ad, you’re not charged for the call, even though it was driven by your ad. These free calls aren’t counted as conversions.

Your file contains incorrect data

If you include incorrect data in the file you’ve imported, you’ll receive an error or your conversions won’t be counted. Here are a couple of things to look out for:
  • If you use multiple Google Ads accounts, check to make sure that you’re uploading your conversions to the right account.
  • Check if the time zone is correct and the time and time zone use one of the supported formats. It’s recommended that you use the time zone formats in this list to avoid errors during daylight savings time transitions.

Your file has too many rows

Limit your import conversions file to no more than 25,000 rows.
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